Support Analyst

My client is seeking a Service Desk Support Analyst to provide technical support, analysis and remediation of issues with computer based systems. You will also be preparing user support documentation for applications and services and reports on system issues and problems.

DUTIES:

- Monitor and respond to a high volume of Service Desk issues which may be referred for analysis and resolution.
- Analyse and document system errors and problems in sufficient detail to enable remediation or improvement of the applications and services.
- Analyse and repair system data anomalies.
- Liaise with other team members, and other ITD units such as the Service desk, QA and Infrastructure to facilitate the resolution of Service Desk issues.
- Undertake systems testing to confirm resolution of incidents, problems or data anomalies.
- Meeting deadlines as required with urgent or complex tasks.
- Prepare user support documentation, such as user guides and FAQ guides for computer systems.
- Provide system support to implementation staff throughout the rollout of applications, services and system updates.

SELECTION CRITERIA:

- Demonstrated experience in managing the resolution procedures for application and service issues relating to student administration systems raised by the ICT Service Desk.
- The ability to analyse and document system errors, problems and data anomalies in sufficient detail to enable remediation or improvement of the applications and services.
- Demonstrated experience in liaising with team members in the investigation and remediation of application issues.
- The ability to liaise with other application maintenance and project teams, Information Technology units such as infrastructure, service desk, quality assurance and business units as required.
- Experience in developing support documentation such as QRG's (Quick Reference Guides) and FAQ's (Frequently Asked Questions) for applications ensuring conformance with all Information Technology
- Directorate documented processes and procedures.
- Demonstrated ability to prepare reports for Management, Stakeholder groups on incidents and identified errors.
- Ability to support the ICT service desk and implementation staff through the rollout of applications, services and system upgrades.

TOOLS:

- SQL
- Toad for Oracle
- BMC Remedy
- Wily Introscope

Please click the APPLY NOW button to send your CV directly to Emma at Talent International. Alternatively, please ring Emma for a confidential discussion. Please submit your CV in Word format.